Posted: 17 May 2019 11:47 EDT Last activity: 20 May 2019 23:44 EDT
How to set required skills / level on assignments based on related work object
Using Pega Customer Service 8.2 (platform 8.2).
Incoming email correspondence cases (I-) are being routed to a central work basket that is managed by one team. For each email we determine the language and each operator in the team has defined language skills.
We want to work with one WB and using GetNextWork for operators to get the right next assignment to work on efficiently.
What is the best way to get the required skills to all possible assignments on the I- (interaction) work object based on the detected language?
ToSkilledWorkbasket - the assignment will go into that workbasket, with the desired and required skills as specified.
ToSkilledGroup - the assignment will go to the worklist of a randomly determined individual within the workgroup who has the required skills
ToLeveledGroup - the assignment will go to the worklist of the individual in the workgroup who has the required skills, and has the highest "score" where the score is computed by looking at how much work is on that person's list already, and how many of the desired skills he has.